External Dispute Resolution Specialist

Reporting to the External Dispute Resolution Leader, the External Dispute Resolution Specialist is responsible for the end-to-end management and resolution of complex customer complaints, including matters referred to the Australian Financial Complaints Authority (AFCA).

The role is focused on delivering fair, timely and high-quality customer outcomes while identifying opportunities to strengthen products, processes and customer experience through complaint insights.

Key Responsibilities

• Manage the end-to-end resolution of external dispute resolution complaints, ensuring quality, consistency and compliance with regulatory obligations and internal service standards.
• Investigate complaints thoroughly, identify root causes and determine appropriate resolutions using sound judgement, relevant legislation, regulatory guidance, internal policies and AFCA approaches.
• Identify and escalate potential systemic issues, regulatory risks and opportunities for continuous improvement across products, processes and customer experiences.
• Prepare high-quality submissions, correspondence, settlement agreements and responses for customers, their representatives and AFCA.
• Build and maintain effective working relationships with key stakeholders across Customer, Product, Risk, Operations, Insurance and Legal to achieve positive customer and business outcomes.
• Communicate complex information clearly and confidently, both verbally and in writing, translating technical and financial concepts into plain English.
• Deliver customer-centric outcomes by balancing empathy, commercial judgement and regulatory requirements.
• Maintain accurate and complete complaint records within complaint management systems and ensure all regulatory timeframes are met.
• Contribute to continuous improvement by sharing complaint insights, supporting root cause analysis and recommending enhancements to products, processes and controls.

Qualifications & Experience

• Demonstrated knowledge of ASIC Regulatory Guide 271 (RG271), AFCA Rules and Operational Guidelines, responsible lending obligations, privacy requirements and relevant industry codes of practice.
• Excellent written and verbal communication skills, including the ability to prepare high-quality correspondence and regulatory submissions.
• Minimum two years' experience within banking, financial services or insurance.
• You are familiar with AI tools - comfortable using tools to accelerate insights, automate routine work, prepare reporting, and tailor content quickly and effectively.
• Strong analytical and problem-solving skills, with the ability to investigate complex matters and make balanced, evidence-based decisions.
• Proven ability to manage competing priorities, work autonomously and meet regulatory and business deadlines.
• A strong customer focus, with the ability to balance customer advocacy, regulatory obligations and commercial outcomes.

Desirable

• Experience managing complaints within an Internal Dispute Resolution (IDR) or External Dispute Resolution (EDR) environment.
• Experience preparing submissions or responding to complaints lodged with AFCA.
• Experience identifying root causes and contributing to continuous improvement initiatives.

Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident, you’d be a good fit, we’d love to hear from you!

Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.

At Latitude, we make it possible – for our customers, our communities, and our people. We believe in creating opportunities that truly matter, helping you thrive both professionally and personally. That’s why we offer benefits that make a real difference in your life.

We make it possible…

• to spend more time with your loved ones – with an extra week of paid leave each year through our Take 5 initiative.
• to balance work and life – with a hybrid working model, giving you the flexibility to work from home while connecting in the office 
• to put your wellbeing first – with Sonder, a 24/7 support app for mental and physical wellness.
• to access great financial benefits – with discounts on Latitude products and services.

We're Latitude, partners in money Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans are what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Take ownership, Win together, Pursue excellence, and Create tomorrow

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.